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Migration to RAN , shifting industry regulations , challenge for communication service providers
IFS , the global cloud enterprise software company , announced results of its global State of Service research study of Communication Service Providers , CSPs which uncovers the biggest field service challenges , technology adoption plans and top focus areas for the telecommunications industry this year . From improving customer experience to compete with new market entrants to updating legacy service management systems to optimise field engineers , the report reveals how the world ’ s CSP , and telecom infrastructure brands will navigate their service transformations this year .
Markus Persson , Global Industry Director of IFS commented , “ We are seeing more CSP brands recognising the need to embrace
Markus Persson , Global Industry Director of IFS
optimisation and automation technologies in order to work smarter and increase agility .”
Shifting industry regulations is the number one challenge cited by 49 % of respondents , made even more prominent in light of the recent trend towards open RAN , Radio Access Network . This pressure facing the industry highlights the need for CSPs to increase collaboration in order to lower operational costs and deliver advanced 5G services to more of the world ’ s population .
Spurred partly by the shift to 5G networks and the inability to meet customer SLAs , another key concern cited by 42 % of research respondents is the need to update insufficient or outdated legacy FSM systems . The lack of skilled workers , caused partly by aging workers , a competitive labour market and the rapid evolution of technology , specifically , 5G , shortening the list of qualified candidates , compounds the pressure facing CSPs .
Encouragingly for the industry , service management solutions have the potential to drive revenue growth and revolutionise employee experience . The report cites that CSPs adopting advanced FSM technologies have improved ; customer experience , 67 %, revenue growth , 64 % while , 49 % report a greater ability to attract new skilled workers . Other findings also show CSPs were able to improve their ability to plan , forecast and optimise their workforce , 45 % and develop new service offerings , 42 %.
Faced with increasing competition and a lack of skilled workers , there has never been a more critical time for CSPs to implement emerging technology solutions such as AI and machine learning that seamlessly optimise people , parts and service fleets .
Positively , the research reveals that technology firms are aware of this trend , with , 53 % planning to adopt scheduling optimisation and automation , and half , 49 % looking to adopt AI and machine learning in 2023 .
Additionally , the research shows emerging technology priorities such as simulations , 47 %, Wearables , 38 % and Parts management , 38 % are appearing on CSPs innovation roadmaps for the current fiscal year .
In addition to the research findings , the State of Service in Telecommunications 2023 Report also delivers insights and firsthand advice from some of the world ’ s most innovative technology brands , including IFS customers Saudi Telecom Company , Orange , Konica Minolta and more . p
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